Team Lead, Member and Provider Services

We're hiring a Team Lead, Member and Provider Services to join our Member and Provider Services team.

Oscar is the first health insurance company built around a full stack technology platform and a focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

About the role:

You will be an expert on production team workflows and drive goals and KPIs for the team of support staff to meet our goals while providing coaching and leadership. You will partner with other teams to develop workflow improvements to enhance efficiencies for the team.

You will report into the Manager, Member and Provider Services.

Work Location: Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission. This is a remote role. You must reside in Georgia.

Pay Transparency: The base pay for this role is: $55,890 - $73,355 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Schedule: This position follows a Monday–Friday schedule from 11:00 AM to 8:00 PM (Eastern Time), with a rotating shift requirement shared among the Operations Team Leaders.

Team members will periodically work opening shifts from 8:00 AM to 5:00 PM or closing shifts from 3:00 PM to 12:00 AM (Eastern Time). This rotation is consistent across the leadership team, with an expected frequency of approximately 3–5 shifts per month.

Additionally, leaders are expected to provide occasional weekend support during peak business periods throughout the year, such as Open Enrollment.

Responsibilities:

• Hire and manage a team of Oscar colleagues with direct responsibility for performance management, their growth, and associated HR administrative tasks


• Manage your team's outcomes, monitor dashboards, and track operational KPIs, conducting root-cause analysis and constructing action plans when issues arise


• Understand and be connected to the type of work your team does on a daily basis, being able to make volume-based decisions that best serve our customers.


• Serve as a central communicator by leading team huddles with Oscar colleagues, connecting colleagues to the mission, vision, and values of Oscar, and providing guidance and motivation to achieve daily operational goals


• Be a culture carrier, supporting engagement with your team by creating an inclusive and inviting culture that aligns with Oscar's core values


• Lead and participate in continuous improvement activities that drive or influence the improvement and development of a production team


• Identify and closing gaps on existing operational workflows


• Work collaboratively across production and other Oscar teams to implement best practice


• Compliance with all applicable laws and regulations


• Other duties as assigned

Requirements:

• 2+ years experience in a fast-paced operations or customer service environment


• 2+ years of direct people management experience


• 2+ years of experience using data and metrics to drive improvements


• Experience in LEAN practices


• Experience working with teams in multiple locations and multiple disciplines

Bonus points:

• Bachelor's degree


• Prior healthcare and/or insurance experience


• Advanced Google Suite or Microsoft Office capabilities


• 2+ years experience solving complex inquiries


• 1+ years managing projects


• 1+ year working with BPO vendors